Shipping
Nothing sits in a warehouse waiting for you. Every print, card and mug is made after you order it.
Free shipping anywhere in the United States on orders over $150.
On smaller orders inside the United States, and everywhere else in the world, you see one shipping rate at checkout. It is the lowest rate available for your address, with the estimated delivery window beside it. No surprises at the last step.
Most pieces take two to five business days to make. Shipping time is added to that, and it depends where you are. You get a tracking link by email the moment your order leaves the workshop.
Larger framed pieces travel in their own protective packaging and can take a little longer than cards or mugs.
Returns
Each piece is made for you, one at a time. Because of that we do not accept returns for change of mind.
If your order arrives damaged or wrong, we replace it. No charge, no return shipping for you to pay.
What we replace
- The piece arrived damaged or broken
- The wrong photograph, size, frame or finish was printed
- You received the wrong item
- A printing fault: banding, smudging, or a mark that should not be there
How to tell us
Email info@philandjames.com within 30 days of delivery. Send us:
- Your order number
- A photo of the piece showing the problem
- A photo of the packaging it arrived in
That is all we need. We do not ask you to ship anything back. A replacement goes into production as soon as we have seen the photos.
What we cannot replace
- Change of mind, or ordering a size you did not want
- An address entered incorrectly at checkout. If a parcel comes back to us you can pay to have it sent again
- Colour differences between your screen and the print. Screens are backlit and paper is not, so a photograph always reads a little differently in the hand
Lost in transit
If tracking stops moving, or the carrier marks a parcel delivered and it is not there, email us. We will open a claim with the carrier and keep you posted. Give it 48 hours first, because parcels marked delivered often turn up with a neighbour or behind a gate.
Cancelling an order
Email us straight away. If the piece has not gone into production yet we can cancel it and refund you in full. Once it is being printed we cannot stop it.
Questions
Write to info@philandjames.com. We read every message ourselves.